Prudential's purpose is to be partners for every life and protectors for every future.
Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners.
We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions.
We pledge to make Prudential a place where you can Connect, Grow, and Succeed.
- Oversee the entire operations lifecycle, ensuring a seamless customer experience from onboarding to claims settlement.
- Monitor and manage service levels across all processes to ensure timely and effective service delivery.
- Implement and enforce appropriate processes within a defined Turnaround Time (TAT) to minimize errors and process gaps.
- Address service and operations requests promptly and handle customer complaints with professionalism and efficiency.
- Continuously identify areas for process improvement and recommend strategies to enhance operational efficiency.
- Participate in User Acceptance Testing (UAT) and ensure electronic point of sales testing for both internal and external clients.
- Contribute to enhancing customer communication strategies, including NPS surveys, SMS notifications, and corporate communications.
- Prepare and present comprehensive reports and data related to customer service and operations functions to the Senior Management Team and stakeholders.
- Play a pivotal role in the Quality Assurance process to uphold high service standards and compliance.
- Support in creating and maintaining effective Standard Operating Procedures (SOPs) to streamline operations.
Job Requirement
- Bachelor's degree in business administration, Operations Management, or related field.
- Proven experience in operations management or a similar role.
- Strong understanding of customer service principles and practices.
- Excellent analytical and problem-solving skills.
- Ability to communicate effectively with internal teams and external stakeholders.
- Proficiency in Microsoft Office suite, particularly Excel and PowerPoint.
- Experience with process improvement methodologies (e.g., Six Sigma, Lean) is a plus.
- Detail-oriented with a focus on accuracy and quality.
- Ability to thrive in a fast-paced environment and adapt to changing priorities.
- Certification in project management or quality assurance is desirable.